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Document Log Sr. No. TopicChange / UpdationChange Date Revision No. 1ASPECT PPT CreatedDec 1, 201301 2ASPECT PPT Call Transfer Process Updated Jan 1, 201402.

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Presentation on theme: "Document Log Sr. No. TopicChange / UpdationChange Date Revision No. 1ASPECT PPT CreatedDec 1, 201301 2ASPECT PPT Call Transfer Process Updated Jan 1, 201402."— Presentation transcript:

1 Document Log Sr. No. TopicChange / UpdationChange Date Revision No. 1ASPECT PPT CreatedDec 1, ASPECT PPT Call Transfer Process Updated Jan 1,

2

3 Objective By the end of the session we will be able to under stand-: 1.How to login in Aspect & X – Lite ( Login Software) 1.How to receive calls through the Aspect 1.How to put not Ready 1.How to put the call on Hold 1.How to transfer the calls to other dept and IVR process 1.How to consult with the other dept(FTR Dept.)

4 Tool Used for Login Head Set -: Use to login with X- Lite Software Plantronics-:If Used Plantronics, no need to login on X Lite Software

5 Speakers Mic Amplifier Status- Blue Light Off- Mic On Amplifier Status- Blue Light ON- Mic on Mute Components of Head Set used with X- Lite Note:- If Blue Light reflects ON means Mic is MUTE and if Blue Light is Turn Off means Mic is on Active Mode Note:- If Blue Light reflects ON means Mic is MUTE and if Blue Light is Turn Off means Mic is on Active Mode

6 Components of Head Set used Plantronics Press this Button to Use MUTE, Red Light on Plantronics will Switch On. Mic Speaker If Plantronics is available on System then No Need to Login on X-LITE Software

7 Agent Tool bar & X- Lite Software CSR needs to double click on the Agent Toolbar and X- Lite Software (only for Non Plantronics System) Double Click on ASPECT (Agent Toolbar) available on Desk Top Double Click on X Lite Software available on Desk Top

8 How to Log In – Step 1 After Clicking on Agent Tool Bar ICON, login window will Appear After Clicking on X- LITE ICON, login window will Appear

9 How to Log In – Step 2 Type your USER NAME & PASSWORD to log in & Press OK Button Do not Change the Agent Portal

10 After Clicking on OK, one will get this Log in Bar. Now wear your HEAD SET before Clicking on READY MODE How to Log In – Step 3

11 How to Log In – Step 4 After Click on READY, we will get the Answer Option available on Left Bottom Side, To start Calling need to click on Answer button. Ready Option Will Convert into IDLE

12 Idle mode & Active mode IDLE MODE- When No Call is on agent System Active Mode- When Call is available on Agent System

13 When Any Calls Lands on Agent System, One Information Pop Up Will Appear Call on agent desk

14 Information Pop Up Shows-: Service Name- Required Calling Party Number- Required This Part will Show-: VC No- Required Row ID- Not Required Customer Name- Required SMS Received Time- Not Required Preferred Customer- Not Required Source Type- Required Package Name- Required Renewal Date- Required A/C Status- Required Information Pop Up

15 When need to pause the system, click on “Option” and Select Not Ready System will it self on NOT READY MODE How to Put - NOT READY

16 How to Put Call On HOLD In order to put the customer on hold click on HOLD button To return back from hold click on PICKUP

17 How to Transfer the Call- Step 1 To transfer a call to any other department click on 3WAY

18 How to Transfer the Call- Step 2 After Clicking on 3- Way, Click on Service (…) Option to select the services

19 How to Transfer the Call- Step 3 Select the IVR Option of Atom Transfer/Regional Desk (South regional desk) from External.

20 How to Transfer the Call- Step 4 Click on the SERVICE Option to select the IVR option as Prospective Desk/ Regional Language (Punjabi only) / FTR Desk Transfer

21 Select the desired Option and Click on OK to proceed further.

22 Aspect Software Login Click on Call option to make a call (mandatory for Warm Transfer) and when call connected to IVR, Transfer the call after consult with the other dept.

23 How to Transfer the Call- Step 5 After informing the case, click on TRANSFER to transfer the call.

24 How to Transfer the Call- Step 6 If Required, we can put the 3 rd Party (Consulting Team ) on Hold and revert to customer and again can put the customer on Hold and can continue with the consulting team on same window.

25 Few More Selected IVR Transfer Services- 1. FTR Desk- Inbound Escalation Desk- Warm Transfer

26 Aspect Software Login 1. ATOM TRANSFER – Payment IVR- COLD Transfer

27 Aspect Software Login Prospective Desk- For New Connection inquiry call transfer – Warm Transfer

28 Aspect Software Login To end calling session click OPTIONS And Select the option of LOGOUT

29 Thank You


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